Troubleshooting Service Catalog Order Guide Issues Order Guide Types Blank | Search Not Working | Cloning Request FailuresIssue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Service Catalog Known Issues & Resolutions Order Guides • Search Functionality • Cloning Requests Issue #1 Issue #2 Issue #3 Order Guide Types Blank / Wrong Order Guide Submitted Search Functionality Not Working on Order Guides Cloning Request Functionality Not Working Issue #1: Order Guide Types Blank / Wrong Order Guide Submitted on Checkout Component Service Catalog – Order Guides Affected Releases All Releases Severity High – Incorrect record submission without validation Symptoms When multiple Order Guides are opened in separate browser tabs, checking out from one tab may unexpectedly submit a different Order Guide — specifically the most recently opened one — even if mandatory fields were not completed. Steps Open Order Guide 1 in a browser tab (do not checkout).Open Order Guide 2 in a new browser tab.Return to Order Guide 1, complete the required fields, and click Checkout.Result: Order Guide 2 is submitted with no values filled in. Resolution The development team recommends the following portal and workspace strategy: Recommended Configuration Use Service Portal for the requestor experience — REST API calls ensure mandatory variables cannot be missed during submission.Use Workspace for the fulfiller experience.Always use Out-of-Box (OOB) Widgets to ensure full feature support and avoid unexpected behavior. Issue #2: Search Functionality Not Working on Service Catalog for Order Guides Component Service Catalog – Order Guide Search Affected Releases All Releases Severity Low – Expected behavior; search is unsupported on Order Guides Issue Description Clearing the system property Clearing the value of the system property glide.sc.item.cannot_show_search is documented to enable Search across all catalog items. However, this does not take effect for Order Guides. Root Cause The system property is referenced in the following components: Component Type System ID / Path catalog_item UI Macro sys_ui_macro / 770989b10a0a0b0800b1333d892e2cdd CatalogItemTypeProcessor Script Include sys_script_include / 1d7c70423721300054b6a3549dbe5dd0 The UI Page that renders Order Guides (com.glideapp.servicecatalog_cat_item_guide_view) does not load the catalog_item UI Macro, so the property has no effect. Resolution ⚠ Expected Behavior com.glideapp.servicecatalog_cat_item_guide_view does not support the glide.sc.item.cannot_show_search property. Catalog search is intentionally not displayed on Order Guides. No configuration change is required. Issue #3: Cloning Request Functionality Not Working in Service Catalog Component Service Catalog – Cart / Checkout Affected Releases All Releases Severity Medium – Additional user selection unavailable during checkout Issue Description The Additional Actions option — which allows selecting additional users for submitting the same role access request — was not functioning as expected during checkout. Root Cause Two configuration items were missing, both of which are required for the cloning feature to work: • Clone checkout checkbox in the Cart Layout table was disabled. • Enable cloning requests during checkout property in Service Catalog settings was not enabled. Resolution Apply both of the following configuration changes: Step 1 — Enable Clone Checkout in Cart Layout Navigate to the Cart Layout table.Locate the Clone checkout checkbox.Enable (check) the Clone checkout checkbox.Save the record. Step 2 — Update Service Catalog Properties Navigate to Service Catalog > Properties.Scroll to the Cart section.Enable the option: Allow cloning requests during checkoutSave the configuration. ✅ Both configurations must be applied together. Without both settings enabled, the cloning request feature cannot process additional users. Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } All intended releases Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Each issue has a resolution explained. Please refer to the column under each issue.